Customer Support Executive

About the Role The Customer Support Executive (CSE) is responsible for delivering timely, accurate, and professional customer support through voice and chat channels for U.S.-based customers. This role focuses on resolving customer queries efficiently, ensuring high customer satisfaction, and adhering to defined support processes and service standards. Responsibilities • Provide timely and effective resolution to customer queries via voice and chat support • Respond to customers in a professional, empathetic, and solution-oriented manner • Handle simple to complex customer issues and ensure first-time resolution where possible • Escalate issues to the appropriate teams within the defined Line of Business (LOB) when required • Meet productivity, quality, and performance metrics as defined by the process or manager • Ensure compliance with all company policies, procedures, and quality guidelines • Maintain accurate documentation of customer interactions and resolutions • Focus on achieving high customer satisfaction levels and service quality benchmarks • Be flexible to work extended hours during high-volume periods, when required • Perform additional tasks as assigned in line with business needs Looking For • 1-2 years of experience supporting US-based customers through voice or chat processes; freshers with strong communication skills and willingness to learn are also encouraged to apply. Mandatory Skills A. Technical / Functional Skills • Experience in Customer Support / Contact Center / Voice or Chat Process • Ability to troubleshoot and resolve customer queries effectively • Experience handling service metrics and adherence to SLAs B. Soft Skills • Customer-focused mindset with strong problem-solving skills • Strong verbal and written communication skills (English) • Self-motivated and ability to work with minimal supervision • Ability to remain calm and composed in high-pressure situations • Strong attention to detail and ownership of tasks Good to Have Skills • Prior experience in US voice support • Exposure to CRM or ticketing tools • Experience working in global support environments • Graduate in any discipline • Relevant experience may be considered in lieu of formal education • 5 working days per week • 2 rotational weekly offs (not necessarily Saturday/Sunday) • Willingness to work US time zones / rotational shifts • Flexibility to extend working hours during business peak periods